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Presence adds natural language and voice biometrics to interactive voice response module

Contact center solutions firm Presence Technology announced it has added new features in its interactive voice response module, including natural language recognition and voice biometrics for user authentication.

The Presence IVR supports voice applications based on the standards VXML 2.1 and MRCP 2.0.

“Presence IVR includes compatible connectors with [text-to-speech and speech recognition] systems as well as with leading speech technology vendors, such as Nuance, Lumenvox, Verbio, Voxygen, etc,” said Alfredo Gonzalez, director of product management presence technology. “This offers multiple options to connect and adapt to any company need and budget.

“The solution also includes native connectors from leading manufacturers to meet the growing demand for features such as natural language recognition, which makes interactions between the client and the machine more natural; and voice biometrics for user authentication, which allows the IVR to act in caller identification when capturing sensitive information without the agent being involved.”

Additionally, Presence IVR includes SIP support and native support for compatible VoiceXML applications.
Within the Presence Suite, the IVR features a strategy designer that allows companies to configure business rules and use Presence variables, such as detailed contact information.

Ultimately, the new improvements help clients by identifying the caller through vocal footprint, simplifying PCI with the collection of private data, and improving the user experience through the use of natural language and modern speech engines.

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